On streamlining processes for scale, expectation setting, charging for onboarding, and more!

Welcome to the fifth edition of The Ascent! Join us as we explore three exclusive insights from Donna Weber , renowned as one of the world’s leading customer onboarding experts. These insights, selected from our first-ever Preflight LaunchPad session with Donna, provide actionable lessons for navigating the world of post-sales in 2024.

Insight #1: Streamlining processes for scalability

The first idea revolves around improving processes to facilitate scalability. Many teams face challenges in growth due to cumbersome processes that hinder efficiency and communication. By optimizing your onboarding workflows, standardizing procedures, and leveraging technology for automation, your teams can break down silos and foster cross-departmental collaboration. This not only enhances efficiency but also ensures consistent, high-quality service delivery, ultimately driving customer satisfaction and retention. Investing in customer education and establishing clear expectations further minimizes misunderstandings and improves onboarding outcomes, laying a strong foundation for sustainable growth.

Insight #2: Setting clear expectations and handoffs

Here we emphasize the importance of setting clear expectations and optimizing handoffs during onboarding. Without thorough interrogation and clarity at handoff points, teams may encounter significant hurdles, including gaps in enablement within the sales team and inadequate communication of customer expectations. Proactive communication, education, and stakeholder involvement are essential to foster successful onboarding experiences. By delving deeper into customer needs, identifying potential dependencies, and clarifying responsibilities upfront, teams can minimize misunderstandings and ensure a smooth transition from sales to post-sales. This proactive approach not only reduces onboarding times but also enhances customer satisfaction and long-term success.

Insight #3: Charging for onboarding to improve commitment

The shift towards charging for onboarding and implementation services presents a pivotal insight in enhancing customer commitment and aligning incentives. Treating implementation services as additional paid offerings rather than bundled components can significantly influence customer behavior and executive buy-in. This shift not only reinforces customer accountability but also ensures timely completion of onboarding processes and success. By quantifying the financial impact of onboarding efforts and framing discussions regarding revenue generation and cost savings, teams can secure greater recognition and support for their initiatives. This forward-looking approach not only enhances customer satisfaction but also drives sustainable growth and profitability for both customers and the organization.

Click here to read the entire piece!

Join the Preflight Community to delve deeper into these insightful discussions, learn from global leaders, and actively contribute to the conversation. Preflight is a vibrant community of over 3000 leaders and practitioners in customer onboarding, implementations, and Professional Services. ??

#TheAscent #PreflightInsights #OnboardingMastery #CSCommunity